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Total Network Solutions

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  • 1. Total Network Solutions (TNS)A fully integrated network and infrastructuremonitoring and management servicePresenter name | Date (Arial Regular 16pt)© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
  • 2. Total Network Solutions Value Proposition© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
  • 3. Customer benefits Cost Optimization Process Optimization Business Transformation Large inspection company Large insurance company Large SI UC solution on customer provided “Manager of managers NOC” Managed Voice for business delivery MPLS network and process optimization Large shipping company Large marine systems company Large media house Managed Network Services with IP telephony solution on Cisco – Third party provider-network managed DC components interop with customer’s existing management and load balancing Alcatel Lucent boxes www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries.
  • 4. Lifecycle management© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
  • 5. Lifecycle management Plan and design Vendor Evaluation Capacity Management Build Process/ PMO New Product Introduction New Technology Introduction Migration PlanningTechnical AssistanceCenter (L3 NOC) Network Engineering Program ManagementFault TicketManagement (L2 NOC) Vendor ManagementServices OperationCenter (SOC) Order ManagementHelpdesk(L1 NOC) ReportingOperationalhandover Migration Disconnects www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 6
  • 6. Total Network Service portfolio© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
  • 7. Portfolio of Services Network Engineering Service Assurance Service Fulfillment • RFP preparation • L1 Helpdesk • Migration • Vendor evaluation • SOC • Access • Network planning & • L2 NOC Rationalization design • L3 NOC • Access Management • Capacity • Order Management management • Feasibility • Build PMO • Provisioning • Disconnects www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries.
  • 8. Total Network Services Stack© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
  • 9. END USER 1 Web interface 2 Proactive alerts (mobile/ email) CUSTOMER MANAGEMENTTotal Network Services stack 3 Network MIS 4 Security MIS V A L U E A D D E D S E R V I C E L AY E R 5 Network optimization 6 Capacity management 7 Project management 8 9 Field level support 10 Asset management Application monitoring O R C H E S T R AT I O N L AY E R 11 Network monitoring 12 Incident management 13 Fault management 14 Scalable network 15 Helpdesk 16 Network monitoring software 17 Security monitoring software C O M P O N E N T L AY E R 19 TCL 20 Other SP 22 CPE 23 Security 24 IT • MPLS/ • Access • Routers • Firewall • LAN • Network • MPLS • VPN • Desktops • Access • Switchers • Network • Encryption www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 10
  • 10. It’s about…© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
  • 11. Technical expertise on routing, Continuous service improvementMPLS, QoS, traffic engineering, frameworkTool expertise on Metasolv, Migration process frameworkCramer, Viznet, Remedy, OpnetDevice expertise on routers, People Process Project management frameworkswitches, firewall Problem, change, event, capacity,Process expertise on incident management frameworknetwork, SD, SA, integration, migration experience of 2 -10 years700+ Certified on Cisco, Juniper Knowledge management Tools frameworkVendor expertise onALU, Nortel, Cisco, Juniper, among others SIA and NIA tools to proactively monitor and manage deployments Deployments of Monolith, Tools include both COTS and Remedy,Nimsoft, Cacti, Nagios, Bespoke elements Rancid, SFDC www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 12
  • 12. Total Network Service – Case study I© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
  • 13. Service Assurance for a European CustomerPage 1Objective ChallengesConsolidation of two separate NOCs being • Lack of stable service assurance process; nooperated out of two different locations into a pro-active monitoringsingle NOC, followed by running the day-to-day • Lack of well-defined SLAs & standardoperations of the NOC processes resulting in sub-optimal performance • High cost of operation • High operational complexity and minimal control on NOC activityProject Scope• Phase 1: Design of consolidated NOC [Voice, Tx & Data] – 2 Months• Phase 2: Consolidation of NOC operations [Voice, Tx & Data] – 1 Month• Phase 3: Operate NOC onshore – 6 Months• Phase 4:NOC operation from offshore (India) www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries.
  • 14. Service Assurance for a European CustomerPage 2 Vendors & Platforms Tools Size & Duration • Technologies: EMS: • Team Size: 18 Voice, Data, Transport • Voice: WINFIOL, IEMS, MCP, Telnet, Jetcraft, CLI manager, • Duration: Ongoing from • Platforms: Nortel AXD 301 mgmt system, 2010 onwards (DMS100, CS2K), Erics MAPCI son • Data: NEWBRIDGE, (AXE10), Cisco, Juniper COPPERVIEW, NETMAN4K, TACACS, HARRIS Tester • Tx: PRESIDE, OMEA, DEVICE MANAGER, LCT, Bespoke fiber management tool NMS • Groundwork (Consolidated alarm management) Others • Clarify, Change management tool, Bespoke OSS, IT ticket management tool www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 15
  • 15. Service Assurance for a European CustomerPage 3 KPIs & SLAs Key Achievement & Results • Number of tickets received and resolved • >90% of the tickets resolved by NOC without escalation to technical operations • Number of tickets proactively raised and resolved based on severity • Advanced and consolidated NOC with reduced MTTR • Number of tickets escalated to technical • Stable service assurance process based on operations for L3 support eTOM standards: Use of proven methodologies /frameworks like BPM, SIPOC, FMEA, RACI to • Number of tickets solved in SLA without design and develop the NOC processes escalation to technical operations • Reduction of faults from 700-800/ month to • Tickets raised <15mins of the occurrence of 100/ month through preventing re-occurrence the alarm by designing effective, corrective and preventive action to ensure redundancy in all • 3rd party follow-ups as per agreed time lines elements • Identification of singular failure points and plugging the same www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 16
  • 16. Total Network Service – Case study II© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm
  • 17. Case Study - Large ITES Company Page 1From Steps To• Complex Voice and Data • Mapping existing • Meet existing standard of Network deployment/ processes management• Global Security Standards • Planning Sheet • Framework for Service• In-house management Improvement • Rebadging of key• Expertise retention a resources • Optimization from day one problem • Transition • Resource independence• Service Improvement • Risk Mitigation reached peak• Tool deployed but not optimized• Bringing cost efficiencies• Optimization – Service SLAs, Process• Expertise guaranteed over lifecycle www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 18 18
  • 18. Case Study - Large ITES Company Page 2 Sales Engineer (SE) Technical Design Team Technical Owner 3rd line technical support LLDCustomer Requirements MigrationSolution Proposals SDDHigh Level DesignFeasibility Before Contract Through out Lifecycle negotiations start Service Delivery complete Design lifecycle Contract Signature Technical Ownership passes to Tech Design Team Solution Design Document (SDD) – Technical Deliverables www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 19
  • 19. Project Organisation Project Manager Head of Service Delivery Help Desk Service Manager Account Manager Technical Ordering & Planning & Installation & Design Provisioning coordination support Engineer Solution ArchitectCustomer facing team • The Project Manager is in charge of the overall project delivery as per the contract terms • The Technical Design Engineer drive the detailed design of the solution • The Service Manager support customer with operational needsSupport teams • Ordering & Provisioning team in charge of purchase orders and resources allocation • Planning & coordination team in charge of the onsite delivery organisation • Installation support team in charge of remote configuration and acceptance tests • Helpdesk which support post migration service assurance www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 20
  • 20. Project Management Page 4 Initiation Design & Execution Controling & Closure Planning monitoring ASD Project Management Project Planning Inputs Project Stage Risk, Issue & Organisation Project Charter Gate Document Assumption Log Process Assets Delivery Lead Service Update Project Stage Gate No Yes Stage Gate Approved? Document Manager Project To Execution, From Initiation Develop Planning Yes Monitoring & Hold Customer Arrange Stage Stage Controlling Kick Off Meeting Gate Review Documentation Manager Quality Complete Documentation Audit OK? Audit Manager Change No Technical Authority Design Perform Due Diligence www.tatacommunications.com | @tata_comm Outputs Project http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms Customer Kick Off Meeting Minutes Risk, Issue & Assumption Log Management Plan ASD Tracker Technical Documentation Project Stage Gate Document Documents © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 21
  • 21. Transformational Framework Page 5 Steady State Learning Phase (continual Improvement) • Service Efficiency Improvements • Proactive process improvement • Information Gathering • KEDB process improvement • LLD • Process automation for productivity Productivity • Reactive ticketing Analysis improvement • KEDB process set-up • Collaboration & Problem solving with • RCA for frequent occurring vendors/ Partners faults • SLA Adherence Tracking Reduction in Events , Tracking for tickets in SLA • Standardization, specialization, and methods improvements • Resource efficiency improvement • Technology Driven automation • Shared experience effects Deployment of • Process reengineering Experienced Domain & Learning CurveProcess Experts Time www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 23
  • 22. Typical NOC delivery model Customer Help Desk Page 6 • Change • Notify incident •Resolution confirmation • Information • Status updates • RFO • Incident •Troubleshooting • Planned Work • Site check, site access request • Service reports • Escalation • Incident reports • RCA TCL Operations Reporting Customer Continuous Service Improvements Management Team Change Mgmt. Service Manager Liaison with OEMs & SPs Event mgmt. Customer Eng & Escalation Ops Team Capacity Proactive Incident Problem MACD Mgmt. Monitoring Mgmt. Mgmt. MACD, Proactive Network Network Config Changes Monitoring OEMs / SPs Customer WAN Network www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 24
  • 23. Typical Service Management ActivitiesKPI’s to be defined Page 7 Incident ProblemMonitoring SLA Management management Management• Single point of • Restore services • Detection and • SLA measurement contact for • Manage logging including and reporting business unplanned pro-active • Service• Monitor outages monitoring improvement incidents and • Identification, • Categorisation and service requests logging and prioritisation• Provide the first categorisation • Create known time fixes at • Prioritization error database point of • Progression contact, where • Investigation and diagnosis through final possible closure• Record changes • Technical and hierarchical • Root cause• Handle escalation Analysis Complaints • Recovery and• Provide Status resolution activity updates • Incident closure www.tatacommunications.com | @tata_comm http://tatacommunications-newworld.com | www.youtube.com/user/tatacomms © 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS and TATA are trademarks of Tata Sons Limited in certain countries. 25
  • 24. Thank youhttp://tatacommunications-newworld.com | www.youtube.com/user/tatacomms© 2012 Tata Communications Ltd. All rights reserved. TATA COMMUNICATIONS andTATA are trademarks of Tata Sons Limited in certain countries. www.tatacommunications.com | @tata_comm

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